TP Wire Service: Service http://tpwireservice.com/mt/archives/service/ 2008-11-19T10:10:41-05:00 Meijer Pressure http://www.pheedo.com/click.phdo?i=caa17b215a08787509601701fdd70480 http://tpwireservice.com/mt/archives/2008/11/meijer_pressure.html
18 Nov 2008 from reveries magazine | Read the full story»
]]>Wall Street Journal (11/17/08). Meijer’s, a 185-store chain, uses "time-motion" software from Accenture Ltd., originally developed to improve efficiency on factory floors, to make sure the checkout lanes are sufficiently speedy. Cashiers who score below a 95 percent baseline too many times are given "counseling," and if that doesn’t work may be reassigned, or worse.
]]> Service tpws 2008-11-19T10:10:41-05:00 Amazon Launches 'Frustration-Free Packaging' Initiative http://www.pheedo.com/click.phdo?i=9cb2e31e1450185f0bfaecbd2fe718e5 http://tpwireservice.com/mt/archives/2008/11/amazon_launches_3.html
03 Nov 2008 from Wired News: Top Stories | Read the full story»
]]>Amazon is aiming to improve its shopping experience by ditching plastic enclosures in favor of easy-to-open, recyclable boxes.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=9cb2e31e1450185f0bfaecbd2fe718e5" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=9cb2e31e1450185f0bfaecbd2fe718e5" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-11-06T10:01:42-05:00 Web Sales with a Human Touch http://www.pheedo.com/click.phdo?i=0ab8a039301cfd6af645c936ef8f9b8b http://tpwireservice.com/mt/archives/2008/10/web_sales_with.html
21 Oct 2008 from strategy+business - All Updates | Read the full story»
]]>Bringing personalized service to e-commerce consumers.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=0ab8a039301cfd6af645c936ef8f9b8b" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=0ab8a039301cfd6af645c936ef8f9b8b" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-10-27T10:32:13-05:00 Radical Service Innovation http://www.pheedo.com/click.phdo?i=231921122834e52ab9721eeb375d752d http://tpwireservice.com/mt/archives/2008/10/radical_service.html
20 Oct 2008 from BusinessWeek Online -- | Read the full story»
]]>Strategies on the frontiers of service design demand a blend of creativity and discipline. Here are five steps to leverage positive results.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=231921122834e52ab9721eeb375d752d" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=231921122834e52ab9721eeb375d752d" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-10-21T13:03:55-05:00 Discussion Boards: Critical Customer Service Piece http://www.pheedo.com/click.phdo?i=e40333365578bdbfe87ad64cb7284e37 http://tpwireservice.com/mt/archives/2008/09/discussion_boar.html
12 Sep 2008 from OPEN Forum Blog from American Express OPEN | Read the full story»
]]>The idea of using public support forums has been around for years, but is increasingly becoming a standard part of the online presence package. Businesses large and small now offer them. Often the discussion forums are the most vibrant, human and active parts of a company’s Web presence.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=e40333365578bdbfe87ad64cb7284e37" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=e40333365578bdbfe87ad64cb7284e37" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-09-18T11:24:20-05:00 A Geek's Guide to Great Service http://www.pheedo.com/click.phdo?i=fdb27d5726b6e1b4c4a0060fbfda566b http://tpwireservice.com/mt/archives/2008/08/a_geeks_guide_t.html
07 Aug 2008 from HarvardBusiness.org | Read the full story»
]]>If it all seems a touch fanatical, well, maybe that's what it takes to do something remarkable for customers. And that's the ultimate goal for Robert Stephens, who also likes to say that "marketing is a tax you pay for being unremarkable."<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=fdb27d5726b6e1b4c4a0060fbfda566b" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=fdb27d5726b6e1b4c4a0060fbfda566b" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-08-08T12:04:29-05:00 Kayak Service http://www.pheedo.com/click.phdo?i=5a654592c6d8808ffdeef39d2da1057d http://tpwireservice.com/mt/archives/2008/05/kayak_service.html
29 May 2008 from reveries magazine | Read the full story»
]]>"We fix customer problems in real time," says Paul English, co-founder of travel website Kayak.com, reports Jonathan Blum in Fortune Small Business (June 08). Paul also fixes customer problems with real people — that is, his entire staff of 58, each of whom is responsible for responding to some portion of customer questions or complaints.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=5a654592c6d8808ffdeef39d2da1057d" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=5a654592c6d8808ffdeef39d2da1057d" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-05-29T10:52:23-05:00 Happy customers - and no service staff http://www.pheedo.com/click.phdo?i=1a3e6ce446d27cb3b0752cb3652347df http://tpwireservice.com/mt/archives/2008/05/happy_customers.html ]]>21 MAY 2008 from CNN Money | Read the full story»

Travel website Kayak.com uses a do-it-yourself online database to help keep millions of users happy, without employing a single customer-service representative.

Hat tip: MyBusiness Magazine




]]> Service tpws 2008-05-23T11:35:20-05:00 Podcast: Why Niche Marketing Works http://www.pheedo.com/click.phdo?i=136b2b38e62264b69ee4980dcd5d116f http://tpwireservice.com/mt/archives/2008/05/podcast_why_nic.html
14 May 2008 from BusinessWeek Online -- | Read the full story»
]]>Audio)
]]> Service tpws 2008-05-19T11:47:44-05:00 A modest proposal to fix Dell's customer service http://www.pheedo.com/click.phdo?i=83200180b826cfe7171cdfbf8b87b747 http://tpwireservice.com/mt/archives/2008/05/a_modest_propos.html
09 May 2008 from CNET News.com | Read the full story»
]]>A former leader in its field, customer satisfaction ranking now lags behind most competitors. Here are some suggestions.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=83200180b826cfe7171cdfbf8b87b747" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=83200180b826cfe7171cdfbf8b87b747" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-05-12T11:39:38-05:00 IBM: The New Contours of Service Innovation http://www.pheedo.com/click.phdo?i=1242d79e9fb230194e99983454d89bb7 http://tpwireservice.com/mt/archives/2008/05/ibm_the_new_con.html
30 Apr 2008 from BusinessWeek Online -- | Read the full story»
]]>IBM and the University of Cambridge released an interesting and convincing report earlier this week calling for increased investment in "service systems."<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=1242d79e9fb230194e99983454d89bb7" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=1242d79e9fb230194e99983454d89bb7" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-05-02T11:49:11-05:00 Does a New Website Hold the Secret to Great Customer Service? http://www.pheedo.com/click.phdo?i=4a5169b717143962d5bec8ea47a38321 http://tpwireservice.com/mt/archives/2008/04/does_a_new_webs.html
24 Apr 2008 from Fast Company | Read the full story»
]]>Thor Muller, CEO of getsatisfaction.com, talks about why companies like Google, Comcast, and Twitter think he might have the answer.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=4a5169b717143962d5bec8ea47a38321" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=4a5169b717143962d5bec8ea47a38321" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-04-28T11:54:26-05:00 The New Math of Customer Relationships http://www.pheedo.com/click.phdo?i=b142b6846019d74a3082de1e00bafda7 http://tpwireservice.com/mt/archives/2008/04/the_new_math_of.html ]]>21 APR 2008 from Harvard Business School Working Knowledge | Read the full story»

Harvard Business School professor emeritus James L. Heskett has spent much of his career exploring how satisfied employees and customers can drive lifelong profit. Heskett and his colleagues will soon introduce a new concept into the business management literature: customer and employee "owners."


]]> Service tpws 2008-04-22T11:30:18-05:00 How to Get Customer Service via Twitter http://www.pheedo.com/click.phdo?i=b6e664de00f755541f991d18db6195ac http://tpwireservice.com/mt/archives/2008/04/how_to_get_cust.html ]]>10 APR 2008 from ReadWriteWeb | Read the full story»

[W]hich companies are using Twitter for customer service? And how can you get a company's attention via Twitter?

Hat tip: Signals vs. Noise


]]> Service tpws 2008-04-21T11:39:04-05:00 the $35 movie ticket http://www.pheedo.com/click.phdo?i=5c64b6238427b5957c4d25534e815469 http://tpwireservice.com/mt/archives/2008/03/the_35_movie_ti.html
27 Mar 2008 from Influx Insights Weblog | Read the full story»
]]>Given that we live in a world where experiences matter, it makes sense to see an elevation of the movie going experience.<br style="clear: both;"/> <img alt="" style="border: 0; height:1px; width:1px;" border="0" src="http://www.pheedo.com/img.phdo?i=5c64b6238427b5957c4d25534e815469" height="1" width="1"/> <img src="http://www.pheedo.com/feeds/tracker.php?i=5c64b6238427b5957c4d25534e815469" style="display: none;" border="0" height="1" width="1" alt=""/> Service tpws 2008-03-28T11:25:34-05:00